Forum Discussion

sniffs's avatar
sniffs
New Contributor
5 years ago

Is service down in 92604?

So, I, like many others, got the email about being moved to 500/10. I thought well, I don't have a DOCSIS 3.0 modem, I have the Motorola MB8600 which is Docsis3.1 I sign into my account and for ...
Dave9's avatar
Dave9
Contributor III
5 years ago

This indicates that the modem is losing signal completely. Can you post the signal page from the web interface showing all columns including downstream and upstream channels?

sniffs's avatar
sniffs
New Contributor
5 years ago
Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel Not Available In Progress
  
   Upstream Connection In Progress Not Ready
  
   Boot State In Progress Not Ready

  
   Configuration File In Progress
  
   Security Disabled Disabled
  



   Connection Status    
   System Up Time 0 days 01h:12m:23s  
  
   Network Access Denied  
  



   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Not Locked Unknown 0 0 0.0 0.0 0 0



   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Not Locked Unknown 0 0 0.0 0.0



   Downstream Frequency Setting    
   Downstream Frequency Select   
  



   LAG Enable/Disable    
   LAG(Link Aggregation Group, or Ethernet Port Bonding)   Disable  Enable      
  • Dave9's avatar
    Dave9
    Contributor III
    5 years ago

    Looks like the modem isn't connecting to the cable network at all. One odd thing is where it shows network access "denied". I'm not sure if that is just the default it shows until you get connected or if it really means the modem is being denied access to the DOCSIS network. That's where I'd start anyway. Chat support is basically useless for any type of complicated issue like this so I suggest you call or e-mail. I've tried to use chat support a couple of times and I always knew much more than them about their own system. Not a good experience.

    • sniffs's avatar
      sniffs
      New Contributor
      5 years ago

      Yeah, a couple weeks ago the mobile app showed an outage so I was chatting with them to get an ETA, they literally told me the issue was my modem... 

      Thanks for the help. I didn't want to call them because my phone is connected to my MBP where I'm bridging the ethernet to bring my network back up, but I guess a little downtime is ok. 😃